Customer Service Representative – Digital Business
JOB SUMMARY
As a Customer Service Representative for our Digital Business, you will play a pivotal role as the front-line interface between the company and its digital customers. Your primary responsibility will be to ensure a seamless and positive customer experience by handling inbound calls, emails, and engaging with customers through various channels. Additionally, you will proactively manage drop-offs, initiate surveys for feedback, resolve queries, and contribute to maintaining high customer satisfaction ratings.
Job Responsibilities:
Inbound & Emails:
- Receive and handle incoming calls from digital business customers.
- Respond to digital business-related emails promptly and efficiently.
Outbound – Drop-off Management:
- Engage with customers who have dropped off during interactions.
- Utilize calls, SMS, or chats to assist and convert potential drop-offs.
Survey and Feedback Management:
- Reach a minimum of 70% of digital business customers monthly for feedback.
- Initiate surveys via Xcally SMS/Email and calls to gather customer insights.
Call Back Dropped Calls:
- Attend to auto-initiated callback requests as assigned by the system.
- Fulfill callback requests promptly.
Abandoned Call Management:
- Review abandoned calls and initiate call-backs to customers who waited long in the queue or called multiple times without success, utilizing the auto-dialer.
First Contact Resolution:
- Resolve all queries, email, and chat issues daily.
- Provide feedback to customers to ensure 100% resolution of open queries.
Customer Rating:
- Strive to satisfy customers and maintain an average rating of 85%.
- Deliver excellence in service delivery consistently.
Job Requirements:
- Minimum of a Bachelor’s degree.
- Fresh graduates who have completed their NYSC program are encouraged to apply.
- Previous customer service experience is a plus.
- Familiarity with digital business processes and platforms.
- Proficiency in using customer service software and tools.
- Willingness to work in shifts, including weekends and holidays.
- Ability to adapt to new technologies and processes quickly
Person Specification:
- Excellent verbal and written communication skills.
- Strong interpersonal skills and the ability to empathize with customers.
- Problem-solving and critical-thinking abilities.
- Ability to work in a fast-paced and dynamic environment.
- Detail-oriented with strong organizational and multitasking skills.